Dubai-Based Customer Experience & Resolution Lead

The Emirates Group; Dubai; Presencial; AED 100.000 - 145.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Travel benefits

Flight/hotel discounts

Descripción de la vacante

The Emirates Group in Dubai seeks a Customer Affairs Supervisor within SkyCargo to manage customer communications, resolve complaints, and coordinate with other departments to protect the company’s reputation. You will support administrative activities, analyze trends, and drive service improvements while maintaining high English-language service standards.

You will also supervise a team of Senior Customer Affairs Assistants, oversee daily operations, and ensure timely, compliant responses

Formación

• Bachelor's Degree (12+3 or equivalent).
• 3+ years of experience in the Holidays or Hospitality field.
• Excellent knowledge of MS Office applications and English communication.
• Strong customer service, analytical abilities and professional composure under pressure.

Responsabilidades

• Provide first-point contact for customer communication across channels and resolve complaints.
• Handle and file customer correspondence, send acknowledgements and route messages to appropriate departments.
• Investigate cases with relevant line departments and consult the Manager for guidance on sensitive issues.
• Prepare monthly data analysis and trend reports; recommend service improvements and policy changes.
• Supervise Senior Customer Affairs Assistants, allocate tasks and monitor performance.

Conocimientos

English communication

Customer service

Analytical skills

MS Office

Educación

Bachelor's Degree

Herramientas

MS Office

Descripción del empleo

The Emirates Group in Dubai seeks a Customer Affairs Supervisor within SkyCargo to manage customer communications, resolve complaints, and coordinate with other departments to protect the company’s reputation. You will support administrative activities, analyze trends, and drive service improvements while maintaining high English-language service standards.

You will also supervise a team of Senior Customer Affairs Assistants, oversee daily operations, and ensure timely, compliant responses